Shipping Policy Freeze Proof Guarantee
1. Shipping Service & Packaging
Charlie Chestnut Bakehouse is committed to delivering our frozen cookie dough pucks to your door in perfect condition, guaranteed.
Shipping Method: We ship all orders via Express Courier Service to minimize transit time and maintain the cold chain integrity. We currently ship Canada wide.
Packaging: Every order is packed with care in custom-designed, insulated liners and sufficient gel freezer packs/dry ice to keep the contents frozen for up to 36 hours under normal conditions.
Caution: Do not touch dry ice with bare skin. Allow any remaining dry ice to dissipate in a well-ventilated area before disposing of the packaging. (Link to dry ice safety policy - Anywhere dry ice is mentioned)
2. Processing and Shipping Schedule
We only ship on specific days to prevent packages from sitting in non-refrigerated warehouses over weekends.
Order Processing: Orders are typically processed within 1-2 business days.
Shipping Days: We ship orders Monday through Friday. Orders placed after 10:00 PM EST on Friday will be shipped the following Monday.
Transit Time: Express transit time is typically 1-2 business days once the package leaves our facility and same day service will arrive by 5PM for businesses and 8PM for residential customers.
Order Placed | Shipping Day | Estimated Delivery
Friday PM - Sunday PM | Monday or Tuesday
Monday | Friday 10 AM | Same day or next day
3. The Freeze-Proof Guarantee
We stand behind our packing process. If your dough is compromised due to shipping failure, we cover the cost.
Guarantee: We guarantee your dough will arrive cold to the touch or frozen. If your dough arrives completely thawed (room temperature) or the package is damaged, you must notify us in writing within 4 hours of delivery at shipping@charliechestnutbakehouse.ca with clear photo documentation.
If Thawed: If your dough arrives fully thawed or warm, you are eligible for a full refund or a complimentary reshipment of the product cost.
Claim Procedure: To claim the guarantee, you must:
1. Notify us via email at shipping@charliechestnutbakehouse.ca within 4 hours of the documented delivery time.
2. Attach clear photographic evidence of the thawed product and the shipping label.
4. Delivery Responsibility & Customer Action
Prompt acceptance of the package is critical for preserving the product's quality.
Delivery Tracking: You will receive a tracking link via email/text once your order ships. It is the customer's responsibility to monitor the tracking and ensure the package can be received upon arrival.
Missed Deliveries: We are not responsible for packages that thaw or spoil due to the customer's inability to receive or retrieve the package promptly upon the carrier's first delivery attempt.
Address Accuracy: The customer is responsible for verifying that the shipping address is complete and correct at checkout. Orders shipped to an incorrect address provided by the customer are not covered by the Freeze-Proof Guarantee.